Zero is a company which strives to provide affordable and reliable snowboards to all individuals looking to hit the slopes. Its goal is to provide a creative, safe, innovative and ‘green’ alternative to its customers while still maintaining exceptional quality. At Zero we understand how important it is that every snowboarder gets the snowboard that fits there needs.

Zero believes that the goal of excellence and performance comes from a keen sense of quality in everything that it does and all of those it employs. This level of high quality is to be achieved through a modern Total Quality Management (TQM) business approach. TQM is an approach to business led by quality and involves customer satisfaction, an attempt to achieve perfection, involving the efforts of all within the organization, preventing mistakes by maintaining standards within the company and performing tests to ensure quality criteria. (Ranky) Because of this aim for perfection a TQM business approach is initially at a higher expense than other methods. Zero sees this expense as an important strategy and aspect of the business that is a must to maintain a competitive edge in the market and that it will be more cost effective for the company’s long term goals than other approaches.

Zero will strive to focus mainly on exceeding customer needs, providing outstanding service, and dependability. Giving customers more than what they expect and achieving it at a viable cost is of great importance and will provide an increase in customer satisfaction, positive feedback, free advertising by word of mouth and help to cement a great reputation as an inventive leader in the industry. Outstanding service will ensure that the customer receives the products and services that it requires in an above satisfactory manner. Dependability is an important factor for Zero. We believe in providing a security to our customer that our services will be achieved in a timely and efficient manner. If we are not dependable then our efforts at customer satisfaction and service quality will suffer.

Radio Frequency Identification (RFID)

RFID are commonly used to improve of the efficiency of inventory tracking and management.  RFID tags become part of the product either attaching it or incorporating it. They can either be active or passive and can contain a battery. The battery duration depends on the usage. Other parts include the antenna, and transponder. In a product line the RFID chip is read (anywhere within a 300ft radius) and the information is then is forwarded to a server or database. The system can be completely automated needing no data entry from a user.  RFID technology can be applied to CIMpgr, CORA, and PFRA to help improve total quality.

Auditing

Auditing is an essential process for any business looking to continually improve quality.  More formally, an audit is a systematic and independent examination to determine whether quality activities and related results comply with planned processes and arrangements, and whether or not these arrangements are implemented effectively, and are suitable to achieve management objectives. (Ranky)

Results from an audit will be the following:

• Measurement of current quality system compared to specified requirements
• Corrective actions and benefits of
• Verification that the corrective actions were effectively implemented

There can be internal, external, combined, or joint audits performed.  There can also be different scopes of audits such as adequacy and compliance audits.  All have the same goal of obtaining audit evidence and objectively evaluating it to determine the extent to which the audit criteria are fulfilled.

Every management system audit should also have seven stages:

1. Audit Initiation

2. Document Review

3. Preparing for an on-site audit

4. Conducting an on-site audit

5. Preparing, approving and distributing the audit report

6. Audit Completion

7. Audit Follow-up

RFID

In order to increase traceability and lower risk Zero decided to invest in RFID technology.  They did so with the help of their four collaborated companies, Seegrid Corp., X-rite, Fujifilm, Mitsubishi Electric Automation, Inc.  Seegrid Corp. and Mitsubishi Electric Automation, Inc. helped incorporate their industrial mobile robots and eF@ctory which were already in use at Zero.  X-rite helped Zero choose one of there programs to make better use of the RFID making it possible to automate part of the inspection process.  Fujifilm provided help with their experience using RFID technology already at their facility.

Object-oriented Process Modeling (CIMpgr):

After RFID technology is added to the process at Zero the CIMpgr diagrams are updated.  The RFID tags are added to the input side and the RFID technology is added to resource side in most manufacturing processes.  This will help track raw materials and the snowboards through the manufacturing processes.  Raw materials can now be tracked for location and quantities in the facility.  The snowboards can also be tracked and if the snowboard is ever returned for a quality issue it could be easily identified.

The RFID technology is also added to the customer analysis process. With the RFID tags now imbedded in the snowboard core sensors could be added to measure usage, stresses, and strains.  The RFID tag could then store this data and Zero representatives could go to ski resorts to collect the data from the tags.  This would help Zero designers with the next generation of boards to better determine the customers’ needs.

Component Oriented Requirements Analysis (CORA):

Process Failure Risk Analysis (PFRA):

Auditing

Auditing is an important process to improve Zero’s quality and control.  Below is an example of the stages of an external audit that will be performed at Zero.  The audit of the manufacturing processes at Zero has not been preformed, but is scheduled to take place the week of May 4^th, 2009.

Stage 1: Audit Initiation

Team Leader:  Michael Bradway

Scope and Criteria:  Auditing the manufacturing processes at Zero snowboarding.  The goal is to examine the processes in place and followed to insure quality and control of the system.

Feasibility:  The audit will take place from May 4^th to the 8^th at Zero snowboarding.  The audit team will work with the operators, engineers, and managers to make any information needed available.

Audit Team:  Will be made up of trained auditors with expertise in manufacturing industries.

Contact:  The team will first meet with Zero Manufacturing Manager to discuss the objectives of the audit.

Stage 2: Document Review

Before the audit was scheduled information was gathered on-the-spot for review.  It was determined that Zero had adequate documentation and that the audit would continue as scheduled.  Documents required were procedures, previous audit reports, and any other records such as maintenance schedules, inspection, and document change orders.

Stage 3: Preparing for an On-site Audit

Audit Plan:

The goal of this external audit is to examine the manufacturing processes.  The audit team will make sure the processes are being followed correctly to help insure quality and control of the system.  The entire manufacturing processes will be covered.  This includes core production, edge cutting, press, edge grinding, and waxing.

The audit will take place the week of May 4, 2009 at Zero’s manufacturing facility.  The audit team will work with the appropriate Zero employees to gather all the necessary information.  There will be six members of the audit team.  They include the team leader and five manufacturing audit experts.  Each one will cover one of the manufacturing processes and report their findings to the team leader.

Upon completion of the audit a report will be written up of our findings as well as audit follow up actions.  This team will then go over the report with everyone involved in the manufacturing.  Once the audit is reviewed by Zero management and found to be acceptable the audit will be complete.

Assign Work to the Audit Team:

The audit team will be broken up by the manufacturing processes at Zero snowboards.  Each auditor is experienced in auditing manufacturing facilities.  The auditors will be assigned a process by the team leader with the contacts for that area and any documentation regarding their area.  It is the auditor’s responsibility to review their assigned processes and report their findings to the team leader.

Work Documents:

All audit documentation will be prepared beforehand such as checklists, audit sampling plans, recording information forms.  Standard checklists will be used, but can be changed to make sure the audit processes is not restricted.  All documentation will be stored by the audit team and will be safeguarded to insure no confidential material is assessable.  Upon completion all audit documentation will be handed over to the Zero Quality Department for their records.

Stage 4: Conducting an On-site Audit

The Opening Meeting:

Upon arriving at Zero’s manufacturing facility the audit team with first meet with Zero management and employees who’s functions are be audited.  During the meeting the audit plan with be confirmed.  Introductions will be made to open the communication channels.  Any questions will be answered about the process and the reason for the audit.  It is importation that everyone understands that the audit team is there to help the company and their employees make a higher quality product.

Communication During the Audit:

During the week of the audit the team will meet at least once a day to discuss audit progress, exchange information, and to reassign work dependant on needs.  The team leader will also meet with the manufacturing management to discuss the audit progress and any concerns.  If the scope or time frame are needed to be changed, because of findings during the audit it will also be discussed.  If an immediate and significant risk is found during the audit it will be reported immediately to the manufacturing management.

The Roles and Responsibilities of Guides and Observers:

During the audit a member of Zero’s Quality Department will act as a guide for the audit team.  They will assist the audit team with any required information is needed, but it is important that they not be part of the audit itself.

Their responsibilities will include establish contact and setting up interviews, arrange visits to the specific processes, ensure safety rules are followed by the auditors, observe the audit processes, and provide any clarification to collected information.

Collect and Verify Information:

During the audit processes the guide and auditor will collect all relevant information relating to the auditors assigned processes.  All information should be collected by an appropriate sampling and verified.  Audit evidence, text, images, video, etc. will be recorded and be given to Zero at the end of the audit.  Zero representatives should be aware of any uncertainty in the conclusions do to the sampling during the audit.

Generate Audit Findings:

Once the audit evidence is found by the auditor it will be evaluated against the audit criteria to create the audit findings.  These findings will indicate conformity or non-conformity to the audit criteria.

The auditor will then work with the team leader to identify any opportunities for improvement, review any non-conformities, and resolve any other issues.  The auditor will then record all possible improvements, conformities, non-conformities, and any unresolved issues.

Prepare Audit Conclusion:

Once all the processes of Zero’s manufacturing audits are complete the audit team will meet.  This closing meeting will be for reviewing the audit findings, determine the audit conclusion, and prepare any recommendations and follow up if apply.

Conduct Closing Meeting:

The closing meeting will be led by the team leader and be attended by all the auditors and all Zero employees affected by the audit.  The audit findings and conclusions will be discussed and any findings or non-conformities will be explained.

Stage 5: Audit Reporting

Prepare the Audit Report:

Now that all the individual processes findings have been reported by the auditors the team leader must prepare the audit report.  The audit report must contain all vital information regarding the audit objectives, scope, participants, findings, and conclusion.

Approve and Distribute the Audit Report:

The audit report must be distributed to all manufacturing management and quality personnel at Zero.  The report should be finished on May 8, 2009 unless otherwise discussed with Zero management.  All information in the report is property of Zero and will remain confidential.

Stage 6: Audit Completion

After the audit report has been distributed all other material regarding the audit at Zero snowboards will be handed over to Zero’s quality department for their records.  All materials gathered during the audit our confidential and will not be released without the explicit approval of Zero.

Stage 7:  Audit Follow-up

Any actions taken as a result of the audit are the decision of Zero.  If Zero chooses to take any corrective action they are requested to inform the auditor for our records and for future audits.

Zero believes that the goal of excellence and performance comes from a keen sense of quality in everything that it does and all of those it employs. This level of high quality is to be achieved through a modern Total Quality Management (TQM) business approach. Because of this aim for perfection a TQM business approach is initially at a higher expense than other methods. Zero sees this expense as an important strategy and aspect of the business that is a must to maintain a competitive edge in the market and that it will be more cost effective for the company’s long term goals than other approaches. To accomplish its goals Zero had implemented tools and methods to help monitor and improve different processes within the company. It has also collaborated with four companies Seegrid Corp., X-rite, Fujifilm, Mitsubishi Electric Automation, Inc in order to better gain insights into innovative ways to improve quality.

Zero strives for a global status. In order to achieve this it will ensure to follow the eight ISO 9000:2000 series principles. The eight principals include customer focus, leadership, involvement of people, process approach, systems approach to management, continued improvements, factual approach to decision making and mutually beneficial supplier relationships. Zero will maintain all of these principles in its TQM approach, using CIMprg, CORA, PFRA, and the new implementation of RFID tags.  As well as Zero’s use of both internal and external audits to continually improve quality and help attempt to reach their goals.